How Do You Sound to Your Clients?

Everyday I speak with Estheticians all over the United States. We are very good at what we do in the treatment room but many have a hard time out in the check out area. Estys are asking me how to get their clients to come back. I listen to their voices while we are talking and I can tell them exactly why those clients aren't signing up for that series of treatments or not rebooking for the following month....it's in their voice! The energy in their voice is scared, apprehensive, apologetic, low, etc.

Clients mostly fall in line with your energy. If you are excited about something, they will pick up on that. I have no problem getting clients to return and it's not because I'm a pushy sales person...it's because I'm more like a little kid excited to share with them what I can do to help them look and feel better about themselves. Those of you that have spoken to me on the phone about equipment know how excited I get when explaining something to you....well, I am that same way with my skincare clients. Have fun with it, be playful and light. They will pick up on that!

I'm going to make a video this weekend demonstrating this concept...watch for it!

▶ Reply to This

Replies to This Discussion

Permalink Reply by Laura Cooksey on September 24, 2011 at 12:03pm

Great topic Shelley! Looking forward to your video.

▶ Reply

Permalink Reply by Shelley Hancock on September 25, 2011 at 3:15pm

Okay gals....here's the video:

http://www.shelleyhancock.com/skincareprofessionals.html

Let me know what you think!

▶ Reply

Permalink Reply by Erica Suppa on September 26, 2011 at 5:55pm

Thanks for posting this, Shelley.

Great job in front of the camera!

▶ Reply

Permalink Reply by Virginia Mabbun on September 28, 2011 at 1:15pm

Shelley,

This is so true. When I started, I had a hard time figuring out what I need to do to get clients to rebook. I guess I was afraid to ask them for fear of hearing "NO". Then I realized the new clients, specially those who have never had any treatments elsewhere, are looking for guidance and direction as to what they need to do to improve their skin. That's the reason they seek us out, right? As soon as I stop worrying about being rejected and just focused on educating the client on skin treatments I noticed more and more rebookings.

Thanks for bring this up.

BTW: I love the Ultrasonic Skin Spatula. I've been playing with it since I got it last week and there is truly a difference in how smooth the skin becomes after using it. I've announced it to my clients that all future facials will be "Amped Up" with the Ultrasonic Skin Spatula.

▶ Reply

Permalink Reply by Laura Cooksey on September 28, 2011 at 4:26pm

I agree with Shelley - they are looking to you to be the expert. You know waay more than they do.

▶ Reply

Permalink Reply by Julia Elliott on September 29, 2011 at 10:01am

Shelley - You are so right, and thanks for a great video. I will admit, I was just "called out" by my husband recently for exactly that. Since I have changed careers, he will often here me answering the question, "What are you doing now?" My husband said that I usually answer, "I'm an esthetician?" or "I do skincare?" As if I am not sure myself.

This is silly, of course. My background is in public speaking, I am the last person that someone would call shy, but for some reason I didn't have the confidence to say, "I'm an esthetician!"